Human Relations

Part 1
By

Michael Milone, Ph.D.

Author Acknowledgement
Dr. Michael Milone, your course author, brings the authority of experience to the Human
Relations course. As an educator, his teaching experiences provide insight concerning
problem areas in his students development. As an author, he addresses these areas so
that his students and others can succeed. Developing Reading Powers, texts designed to
teach reading comprehension, and Scoring High, texts designed to improve student performance on achievement tests, are just two series authored by Dr. Milone to supplement
the educational curriculum.
Dr. Milone has also co-authored or written chapters in textbooks dealing with gifted
education, special education, reading management, research on handwriting, and learning styles. In his award-winning monthly column in Technology and Learning, he reports
on computer hardware and software topics that are of interest to school administrators.
Dr. Milone holds active memberships in over a dozen professional associations in education and psychology. He has served as chairperson of the Technology and Reading
Committee of the International Council of Teachers of English, the Association for
Supervision of Curriculum Development, the Council for Exceptional Children, the
Association for Children with Learning Disabilities, the National Association for the
Education of Young Children, TALMIS, Educational Computer Conferences, and the
Educational Press Association of America.

All terms mentioned in this text that are known to be trademarks or service marks have been
appropriately capitalized. Use of a term in this text should not be regarded as affecting the validity of any trademark or service mark.

Copyright 1998 by Penn Foster, Inc.

All rights reserved. No part of the material protected by this copyright may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying, recording,
or by any information storage and retrieval system, without permission in writing from the copyright
owner.
Requests for permission to make copies of any part of the work should be mailed to Copyright Permissions, Penn Foster, 925 Oak Street, Scranton, Pennsylvania 18515.
Printed in the United States of America
First Impression 1999

iii

Preview
Human Relations is designed to help you learn many of the people skills needed in life. People
who are truly successful in life are sincere, determined, hard working, and know how to get
along with others. Its this final skill, getting along with others, thats the main focus of this
course.
This study unit will introduce you to human relations. This is the term for the skills that help
people get along with one another. As youll see, theres no secret to learning human relations.
In fact, youll probably find that human relations is mostly good old common sense. This unit
will also help you discover more about yourself. Youll learn how human relations can help you
in your personal life and your job. The unit will discuss attitudes, how they affect your behavior, and how you can develop a winning attitude. Youll learn that you are the major ingredient
in human relations.
As you work through this study unit, youll read some examples of events that can happen in
real life. Some of the examples might even sound like something that happened to you or a
friend. Studying these examples will let you apply what you learn to your own experiences and
increase your understanding of human relations.
When you complete this study unit, youll be able to
Define the term human relations
Describe how human relations works
Define the term reinforcement
Describe how risk-taking is part of human relations
Discuss positive and negative self-talk
Describe how to build and maintain positive relationships
Discuss the benefits of good human relations
Explain how a positive attitude affects human relations
Define productivity
Explain how a positive attitude affects productivity

Contents
HOW HUMAN RELATIONS WORKS. . . . . . . . . . . . . . . . . . . . .

Introduction to Human Relations

Reinforcement
Risk-Taking
Practicing Positive Self-Talk

THE PART YOU PLAY . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Your Present Human Relations Skills Rating

Building Positive Relationships
How Good Human Relations Affect Your Personal Life
How Good Human Relations Affect Your Studies
How Good Human Relations Affect Your Career
Attitudes and Learning
Expressing Attitudes
The Importance of Attitude

WHAT IS PRODUCTIVITY . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Effectiveness and Efficiency
Attitude and Productivity

INDIVIDUAL PRODUCTIVITY IN THE WORKPLACE . . . . . . . . . . . . . 25

Improving Your Productivity at Work
The Right Start: Ten Suggestions for Being Productive in a New Job

TEAM PRODUCTIVITY . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
How Your Productivity Affects Others
Working toward Group Goals
Working with a Variety of People

SELF-CHECK ANSWERS . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Human Relations, Part 1

HOW HUMAN RELATIONS WORKS
Introduction to Human Relations
Human relations is the study of how people get along with one another.
Human relations can involve something as simple as how a brother
and sister share the last pancake at breakfast. Or, human relations can
help world leaders handle an international dispute. Whenever people
come in contact with one another on a personal or professional level,
human relations is at work.
The goal of human relations is to help people associate with one another
in positive ways. When good human relations are practiced, people
feel good about themselves. They can work together better, and they
can accomplish more in their personal lives and in their jobs.
Like so many other skills, human relations is something we learn.
From the day were born, we learn how to get along with others. We
learn by our experiences that some things make people happy and
other things make them sad or angry (Figure 1).

FIGURE 1You learn how to

get along with others from
the day youre born.

Human Relations, Part 1

For most people, learning human relations is easy. If you want to, you
can learn the basic rules. But the most important ingredient in human
relations is you. Your willingness to learn about yourself and other
people will determine your success. And like most other skills, the
more you practice good human relations, the greater your rewards
will be.
What are some examples of good human relations? Well, here are just
a few.
Think of a time you met someone and hit it off just right. What
were some of the things that seemed to go well? Did you have
something in common? Did you find that you could easily talk
to one another?
Think about the people with whom you feel the most comfortable. What are some of the things you have in common? When
youre together, do you feel relaxed and not stressed out? Can
you almost guess how these people will feel in a certain situation?
Think of a time when a personal problem occurred and either
your actions or those of a friend or family member helped
straighten things out. Some examples are arguing with someone
you dont like, poor service in a store or restaurant, or being
cut off in a line. What kept the situation from exploding? Did
someone make a joke of the problem? Were you able to solve
the problem by giving in a little? Did someone say, Maybe they
had a bad day?
These three examples show that human relations has an impact on
almost every aspect of our lives. This is reason enough to learn all
you can about human relations. The more you know about human
relations, the more likely youll enjoy success in life. If you pay attention to your actions with others and try to improve them, youll
strengthen your human relations skills.

Reinforcement
One part of human relations is reinforcement. Reinforcement is nothing
more than a reward that follows something you do. An example of
reinforcement that anyone can understand is a state lottery. If you
buy a lottery ticket and win, youre likely to buy another. Winning is
the reward for buying a lottery ticket.
Reinforcement comes in many forms. Getting an A on a test is
reinforcement for studying. Having money to spend on a vacation
is reinforcement for saving money each week. Feeling good inside is
reinforcement for helping someone who is in a jam.

Human Relations, Part 1

Sometimes reinforcement is obvious, like buying a winning lottery

ticket. In other cases its not so obvious. Imagine that youre walking
into a store and see a woman struggling through the door with a baby
carriage. You hold the door for her and give her a hand. When she
finally gets through the door, she thanks you. You notice that other
people are looking at you and smiling. You feel slightly embarrassed,
but you also have a good warm feeling inside. You know you did the
right thing, and its wonderfully reinforcing. The next time you see
someone who obviously needs help, its likely youll give it.

Risk-Taking
Human relations is reinforcing for everyone involved, but it also involves some risk. This example shows the type of risk you could face.
On a ski trip, Carol found herself riding on the chairlift with a
stranger. Carol is shy, but the ride would be a long one, and just
sitting there beside a stranger would make them both feel uncomfortable. Carol decided to risk beginning a conversation.
She asked the stranger how he liked his skis. He responded by
saying they were new and that he was pleased with them. Then
he asked Carol about her skis. Soon they were deep in conversation. They discussed everything from the weather to where they
lived. The ride on the chairlift seemed to fly by. By the end of the
ride they were on their way to becoming friends (Figure 2).

FIGURE 2Carol found a

topic that she had in common with someone and was
willing to take a chance by
beginning a conversation.

Human Relations, Part 1

What made this situation such a success? Carol followed several rules
of good human relations.
She was willing to take a chance and begin a conversation
She recognized a common interest they had, skiing
She gave the other person a chance to talk about something he
thought was important, his new skis
She continued the relationship by talking about her own skis
and where she lived
Risk-taking is a necessary part of human relations. Its especially important in situations where youre meeting new people. In fact, being
afraid to take chances like meeting people is the chief reason why
more people dont develop good human relations.

Negative Self-Talk
Theres a difference between true risks like parachuting from an airplane and the imagined risks of human relations. Imagined risks are
only in a persons mind. Another name for imagined risks is negative
self-talk. Here are some imagined risks:
I cant start a conversation with him. What if he tells me to get lost?
If I say anything at this meeting, Ill make a fool of myself. No
one will ever forget it.
If I give in on this, everyone will think Im a loser.
Asking for help now will make people think I cant handle the job.
She is so much better than I am. I cant talk to her about the
problem.
Im not sure I can handle this. Id better just quit now.

Positive Self-Talk
Overcoming the fear of imagined risks is one of the keys to successful
human relations. To do this, you should stop using negative self-talk and
replace it with positive self-talk. Here are some examples of positive
self-talk that can be used to replace the negative self-talk listed above.
People only say get lost in the movies. Most people are happy
to talk to others.
Most people will respect me for making a suggestion, even if
they disagree with me.

Human Relations, Part 1

Compromising now will show Im flexible.

If I ask for help, people will know I want to do a good job.
She might be good at this, but there are other things Im good at.
Ill just give it a try and discuss the problem with her.
Several different things can happen in this situation. Some are
good and some arent so good. Quitting wont get me anywhere,
so I might as well give it my best try.
The next section explains how to use positive self-talk. And you
should practice positive self-talk often. The next time youre in a
situation that makes you feel nervous, use positive self-talk. Youll
be surprised at how well it works.

Practicing Positive Self-Talk

Think about a time you might feel nervous. It might be talking to someone for the first time, speaking in public, going to a job interview, or
any other situation that comes to mind.
Think of the worst things that can happen in the situation. Say these
things aloud or discuss them with a close friend or family member.
Its important that you actually hear your negative self-talk.
Now, consider the situation again. Is it really as bad as you thought?
Consider your negative self-talk words. Didnt you exaggerate your
fears a little?
Next, try describing the situation by replacing the negative self-talk
words with positive self-talk. Be realistic about the fears and think
about the good outcomes that might result.
Heres an example of practicing positive self-talk. Notice how Fran
was able to talk herself out of her fear.
Fran had a job interview where she had to make a presentation
before a group of people. She was terribly afraid of speaking in
public, but really wanted the job.
First she wrote down the worst things that could happen. Ill
say something so stupid that everyone will laugh at me. Then
she looked at the situation more realistically. I do a poor job
and dont get hired. Finally, she used positive self-talk. I speak
clearly, make sense, and get the job.
When Fran went for the interview, she felt nervous. She started
by saying, Im very nervous, but I really want this job. I hope
youll listen to what I say and not let my being nervous bother
you.

Human Relations, Part 1

The people there smiled and said they would listen carefully to her.
They also said she had made a good start by being so honest. Fran felt
better and was able to get through the interview easily. She got the
job and learned that positive self-talk and being honest are two very
important human relations skills.
Take a few moments now to complete Self-Check 1 now.

Self-Check 1

At the end of each section of Human Relations, Part 1, youll be asked to pause and check
your understanding of what youve just read by completing a self-check. Writing the answers to these questions will help you review what youve studied so far. Please complete
Self-Check 1 now.
1. How persons get along with one another is called
a. reinforcement.
b. human relations.

c. risk-taking.
d. self-talk.

2. Another name for reinforcement is

a. strength.
b. taking risks.

c. being thoughtful.
d. reward.

3. An example of reinforcement is
a. getting an A on a test.
b. getting an F on a test.

c. buying a lottery ticket.

d. paying a parking fine.

4. Another name for imagined risks is

a. thoughtfulness.
b. positive self-talk.

c. negative self-talk.
d. confidence.

5. Which one of these is an example of positive self-talk?

a. I wont get this assignment finished.
b. This job is too hard for me.
Check your answers with those on page 33.

c. This is going to be a bad day.

d. This looks like something I can handle.

Human Relations, Part 1

THE PART YOU PLAY

Most people dont have a very good picture of themselves. Theyve
never truly taken a personal snapshot, so theyre not really sure what
their strengths and weaknesses are. As a result, they sometimes misunderstand themselves or others.
Take a few minutes to rate your present human relations skills. There
are no right or wrong choices, and you dont send them in to the school.
You should be as truthful as possible. Write one number in each blank
on the list below.

Your Present Human Relations Skills Rating

On a scale of 1 to 9, with 5 being average, where do you rate yourself
on the following human relations skills?
_____ Honesty (being truthful in dealing with other people)
_____ Self-confidence (believing that you can face new situations or
challenges and succeed)
_____ Responsibility (accepting the consequences of your actions)
_____ Desire to succeed (doing what it takes to accomplish your goals)
_____ Drive (keeping at a job until its finished)
_____ Flexibility (the ability to adapt to changing situations)
_____ Consideration (being thoughtful of others)
_____ Communication (the ability to share thoughts with others)
_____ Sharing (expressing your thoughts and feelings clearly to
others)
_____ Listening (encouraging others to talk openly to you)
_____ Tolerance (the ability to accept people for what they are)
Can you see the relationship between these characteristics and getting
along with others? These qualities arent the only ones that affect
human relations, but theyre among the most important skills to improve. Based on your ratings, where do you place yourself on the
human relations scale? Are there qualities you now lack totally or that
you need to improve? Its okay! Remember, the purpose of this course
is to help you build and improve on human relations skills. If you have
some below average ratings, theres room for improvement. Youre
being honest, and honesty is a very necessary quality for improving
human relations. Also, in making a decision to complete the high
school program, youve shown self-confidence and a desire to succeed,
two other very important human relations qualities.

Human Relations, Part 1

The next section will help you learn how to improve the qualities on
the scale, even if youre already at the high end. Youll also learn how
to build positive relationships. Before beginning, however, remember
that your desire to succeed in human relations is very important. The
human relations skills you develop during this course will help you
succeed in the other courses in the high school program. Also, theyll
continue to help you long after you receive your diploma.
The suggestions that follow will be helpful, but youre clearly the key
ingredient in the recipe for good human relations. If youre willing to
make the effort, the rewards of human relations are many.

Building Positive Relationships

Self-Confidence
Among the qualities included on the Human Relations Scale, the most
important for building new relationships is self-confidence. In order to
take the risks necessary to build new relationships, you must believe
in yourself and in your ability to succeed. Heres something you can
try to help build your confidence.
The next time youre paying for your purchases at a supermarket or
convenience store, say something pleasant to the check-out person.
Try something like, How has your day been, or Thats a nice
shirt youre wearing. Pay attention to how you feel about making
the comment, and how the person responds (Figure 3). Continue
this activity on a regular basis until youre comfortable doing it.
Youll probably notice that you have an easier time thinking of
things to say.

FIGURE 3Initiating a brief,

pleasant conversation becomes easier with practice.

Human Relations, Part 1

Consideration and Communication

Consideration and communication are two other important qualities
for good human relations. Here are just a few suggestions that will
help you show consideration toward others. Youll surely be able to
think of others.
Lend a hand when you can. Even the simplest help you can give
someonefor example, opening a door for someone whose hands are
fullis appreciated. In your job, you might volunteer to do something
such as mailing a letter for a friend or volunteering for overtime or a
task that others might find unpleasant.
Notice the nice things about people. Little comments such as, You
look great today, or You did a terrific job, let people know that
you notice the good things about them.
Meet other peoples needs before your own. At a party where food is
being served, you might ask new friends if you can get them something, or you might allow them to go before you. After the party, you
might ask the host if you can help clean up. During a meeting at
work, you can comment on what a good job a coworker has done.

Good Listening Skills

Being a good listener encourages others to communicate, or to open
up to you. Your willingness to listen makes them feel important, even if
they dont know it, and feeling important is very reinforcing. Because
youre a good listener, people will want to talk to you. Moreover, theyll
soon become good listeners themselves.
Becoming a good listener requires practice because most of us are
better talkers than listeners. Here are three suggestions that will help
you become a better listener.
When someone is talking to you, think about what theyre saying,
not how you plan to respond. In order to be sure you know what
a person is saying, try repeating what theyve said to yourself
before you answer them.
When youre in a conversation, dont interrupt the speaker and
dont rush your response as soon as they finish speaking. If you
listen and think before you speak, youll make it clear that youve
thought about what the person said and how you want to answer.
If youre not clear about what a person has said, try repeating
their words with a slight variation. For example, if someone
says, Cliff really annoys me when he acts like such an expert
on everything, you might respond with, So Cliff really gets
under your skin? This comment is neither critical nor negative.
It shows youve listened, and it gives the other person a chance
to tell you more.

10

Human Relations, Part 1

Key Factors in Building Positive Relationships

Self-confidence, consideration, and communication are three key factors in building positive relationships. But building relationships is
just the beginning. In good human relations, maintaining good ties
with other people is just as important, and it may be even more challenging. Remember, meeting the challenge of good human relations
is rewarding both personally and throughout your career.
In the following sections, well discover how the benefits of using
good human relations appear in three areas: your personal life, your
studies, and your career. The benefits might seem simple, yet theyll
do much for your success in all three areas.

How Good Human Relations Affect Your Personal Life

Good human relations affect you as much as they affect others. Youll
notice that youre more open to new things and feel comfortable in
new situations more quickly. Youll look at the brighter side of events
and the better side of people. In other words, your attitude will be
positive. And when problems arise, youll handle them without much
difficulty.
In your personal life, youll find it easier to make friends. Using good
human relations skills helps you get to know people. Theyll feel
comfortable with you and will enjoy your company. Practicing good
human relations helps friendships grow so they can stand up to challenges. Youll find that your friends seem closer. The time you spend
together will be more fun and youll feel better about one another.
Growing self-confidence is another benefit of good human relations.
Youll learn your strengths and weaknesses and youll develop an
I can attitude. This means that when youre faced with a challenge,
youll say to yourself, I can do this, rather than, Im not sure I can
handle this. Using positive self-talk in challenging situations allows
you to dig right in and begin doing the job. Instead of worrying about
the task or questioning your own ability to handle it, youll develop a
winning attitude.

How Good Human Relations Affect Your Studies

A winning Can do attitude will carry over to your studies in the
high school program. With each lesson you complete, youll gain
more confidence. Your I can attitude will help you master even the
hardest subjects. Before you know it, youll see that mathematics or
English course youve been fretting about as a challenge youre prepared to take on. It will no longer seem too tough to handle.

Human Relations, Part 1

11

How Good Human Relations Affect Your Career

Many people make a mistake and dont use good human relations on
the job. They dont enjoy their work as much as they should and they
might not get promotions they deserve. If you want to succeed in
your job, you should practice human relations there as well (Figure 4).

FIGURE 4Developing and

maintaining good human
relations with coworkers and
supervisors makes work
more enjoyable.

By using positive self-talk and practicing good human relations skills

on the job, youll accomplish a number of important goals:
Youll enjoy work more
Youll get along better with your coworkers
Youll get along better with your supervisors
Youll be better at your job
Youll find the problems at work easier to manage and less
likely to affect your personal life
Also, youll discover that good human relations skills can lead to financial success. The ability to do a job is only one part of a successful career.
Other ingredients are also needed, and most of them are people skills.
They include getting along with coworkers, helping other workers
succeed, being honest and loyal to your employer, and expressing a
positive attitude toward your job. Making good human relations part
of your career improves your people skills and makes it easier for you
to progress to better paying jobs.

12

Human Relations, Part 1

Attitudes and Learning

Everyone seems to recognize a good or bad attitude. However, few
people can put a finger on what makes an attitude good or bad. Even
people who study thinking and behavior have a difficult time agreeing
on the definition of attitude.
In general terms, an attitude is a set of beliefs that a person holds. The
beliefs may be obvious or hidden. An example of an obvious attitude
is a thought like: I dont like Chinese food. Chances are, if the person
has the chance to taste a new variety of Chinese food, he or she wont
take it.
Hidden attitudes are much more difficult to figure out because
theyre buried deep inside our minds. Suppose you had a wonderful
second-grade teacher who often wore a certain perfume. You might
have a hidden, positive attitude toward women who use the same
perfume. When you meet a woman wearing that perfume, youre
more likely to warm up to her quickly.
Attitudes act like a filter for information that passes through our senses.
In other words, what we see, hear, taste, smell, and touch are influenced
by our beliefs. Attitudes also influence how we understand information
and how we respond to it.
An example here will show how attitudes can color the way we see a
situation.
Imagine that youre the owner of a store and today is your grand
opening. Your attitude is one of great hope. When you look outside and see the crowd waiting to shop, you feel excited and confident. You rush to open the door and do everything you can to
make the day a great success.
Now imagine that youre an employee at the same store. You
sent out a dozen applications and this store was the only one
that offered you a job. Of the 12 jobs you applied for, this one
was at the bottom of the list. Its a salesclerks job. Youve had
salesclerk jobs before and disliked every one of them. But you
really needed a job, so you took this one, intending to send out
more applications as soon as possible. You see the same crowd
of people at the door that the store owner sees, but as a salesclerk, all you can think of is how unpleasant the day is probably
going to be.
The situation is the same for both people, but they have opposite attitudes. The owner of the store has a positive attitude. The employee has
a negative attitude. This attitude is apparent in his negative self-talk.
As the example shows, the way these people think and act is opposite
because of their attitudes.

Human Relations, Part 1

13

Attitudes are acquired in several ways. They can be learned from other
people, they can be the product of experience, or they can be created in
our own minds. Attitudes can also be changed. Youll see in the next few
sections that attitudes play a critical part in how well we learn.

How Attitudes Affect Learning

Studies have shown that positive attitudes help you learn faster and
better. Negative attitudes slow learning. The following situations will
demonstrate this.
Did you ever notice how quickly someone learns the phone number
of a new friend when there are romantic possibilities involved? This
shows that positive attitudes improve the learning process.
Did you ever notice how difficult it is for some people to remember a
dentist appointment? Some people have a negative attitude about
going to the dentist. As a result, they put off going as long as possible
and have a hard time remembering when theyre supposed to go.
Having a positive attitude toward life in general will help you learn
well. Having a positive attitude toward learning itself is an even better way to boost the learning process. A positive attitude toward
learning includes several beliefs:
I can learn.
I can enjoy learning.
I know a great deal already and Im capable of learning a great
deal more.
Learning will improve my life in many ways.
These beliefs or attitudes open up our minds to information. They
help us understand information faster and remember it better. We can
then improve our actions by doing well on a test, getting along with
people better, enjoying a hobby more, or raising our job performance.
The chief obstacle to learning most people face is a negative attitude.
Sure, some people appear to have a special knack for subjects such as
history or science. Others seem to have an impossible time with math or
English. But by and large, almost everybody can learn if they set their
minds to it. What stands in their way is a poor attitude toward learning.
Everyone starts life with a positive attitude toward learning. Young
children are the most eager learners in the world. But, sometimes
theyre limited by their environments or their capabilities. Somewhere along the way a negative attitude develops. This negative
attitude is accompanied by negative self-talk. They begin saying to
themselves, I cant learn so I wont learn. By the time they become
teenagers, theyve convinced themselves that theyre poor learners.

14

Human Relations, Part 1

If you have any negative attitudes toward learning, you can solve the
problem. As we mentioned before, attitudes can be changed. You can
talk yourself into becoming a good learner by changing negative selftalk to positive self-talk. Here are just two examples of what you
might say to yourself.
I have an enormous ability for learning. I havent used my
mind to the fullest. Starting right now, Im going to be a better
learner in all parts of my life.
Im a capable person. In fact, Im more capable than many people who are more successful than I. From now on, Im going to
improve my learning abilities. Ill reach for the success I know I
can achieve.
Im going to discover and change whatever obstacles are causing
my negative attitudes.
Its good to repeat positive self-talk often. Its a true motivator and
will help lead you to success.
Human relations skills can be spread from person to person. Your positive attitude toward learning can also be given to others. You can help
your family, friends, and coworkers improve their attitudes toward
learning. One way is to help others to eliminate negative self-talk and
to replace it with positive self-talk. Another way is to offer encouragement and a pat on the back.

Expressing Attitudes
We cant see, hear, or touch our attitudes because theyre inside our
heads. Even so, attitudes influence our behavior, especially the way
we communicate with others. Our attitudes make themselves known
to others when we speak, write, and use body language.

Expressing Attitudes in Written Language

Have you ever heard of a Dear John letter? This is a letter sent from
a woman to a man saying their relationship has ended. Her attitude
toward the man and their relationship has changed from positive to
negative. A Dear John letter is one example of expressing an attitude in writing.
Other examples of attitudes in writing can be found in the letters to
the editor page of a newspaper. Here, people who are for or against
certain issues express their opinions in writing. If youve never read
the Letters to the Editor section of a paper, you really should. In
addition to learning what others think about current issues, you
might even find the letters entertaining. All types of people with different attitudes use the newspaper to express their beliefs. You may

Human Relations, Part 1

15

want to consider writing a letter to the editor of a newspaper near

you to get some practice in expressing your attitude in writing.
In addition to what we say with our words in writing, we communicate by how we say something. Here are two examples of a business
letter. One is pleasant and the other isnt.
Dear Mr. Lewis:
We appreciate the opportunity to do business with you once again.
The shipment you ordered was filled yesterday and should arrive tomorrow. If there are any problems with the order, please call our 800
number. Well be happy to help.
Dear Customer:
Your order was shipped yesterday and will arrive soon. If there are
problems with the order, please call the complaint department. Describe
the problem exactly and well decide if its our fault or the shipping
companys.
The first letter is personal, sincere, and helpful. It will make the customer feel important. The customer will also believe that the company
values his or her business.
The second letter is callous. The person receiving the letter wont feel
important. Instead, he or she will believe that the company isnt interested in solving any problems. Likely, the individual wont want to
do business with the company again.
When youre writing a letter, especially for business purposes, you
should always think about the content of the letter in two ways. Ask
yourself, What do the words say? What kind of feelings does the letter
show? If the feelings of your letter dont match the words, then change
the letter. Remember, attitudes arent always obvious, so you must
pay very close attention to what youre writing. Hidden attitudes
might be sneaking through.

Expressing Attitudes in Spoken Language

Because people speak so much more often than they write, attitudes
play a much more important role in spoken language than in written
language. Attitudes greatly influence the hidden messages that we
express when we speak. These hidden messages can be positive or
negative. Attitudes also affect how we interpret what other people
say. If we want to maintain good human relations, we must be aware
of how attitudes affect spoken communication.
Attitudes affect spoken language in many ways. Here are some of the
more important ones:

16

Human Relations, Part 1

Tone. Inflection is the word used to refer to a change in the tone of a

speakers voice. Speakers who are trying to persuade listeners to take a
certain action or adopt a particular point of view often use inflection
going from a soft tone to a loud tone, or vice versato emphasize key
parts of their speeches.
Common examples of using inflection to help communicate an attitude
include raising our voices when were angry, or when our team is doing well; and speaking softly when we talk to babies or when were in
romantic situations. Ones tone of voice might indicate other things as
well: things like bashfulness, confidence, embarrassment, or contempt.
A careful communicator will try to be sure that her or his tone matches
the message to be communicated (Figure 5). A tentative or uncertain
tone of voice should usually be avoided, because it may tend to confuse
the hearer.
Volume. The loudness of our speech conveys a great deal, also.
Mumbling or speaking too softly can weaken the effect of a spoken
message. It may even annoy the person to whom youre speaking.
Speaking too loudly at the wrong time can be interpreted as false
confidence. It might say to others that youre all talk, no action. This
isnt to suggest that speaking quietly or loudly is always wrong. The
important point to remember is that the volume of your speech should
match the situation and the message you want to get across.

FIGURE 5A pleasant,
smiling voice communicates the speakers desire to
be helpful and cooperative.

Human Relations, Part 1

17

Pace. The rate at which we speak is called pace. Everybody has their
own speaking pace. Some people speak faster or slower than others.
Our speaking pace changes as a result of certain attitudes, stress, and
worries.
When we discuss a topic we know well and enjoy, our speaking pace
is quick but not too fast. This is especially true when were speaking
to others who share our knowledge and interest in the topic. When
were unsure of what we want to say, lack confidence, or dont know
the topic very well, our speaking pace slows down. Were struggling
to make ourselves understood. As was true of tone and volume, there
should be a match between the pace of what were saying and the
meaning of what we want to communicate.
Word choice. Our attitudes are also conveyed by the words we
choose to describe people or situations. Saying that you like to watch
Michael Jordan play basketball is evidence of a personal preference.
It isnt an attitude, nor is it necessarily evidence of an underlying
attitude. But if you say youve always believed Michael Jordan is a
great basketball player, youre probably expressing an attitude.
Attitudes reflect lasting feelings about people, objects, issues, and
events. By lasting, we mean the feelings tend to remain unchanged
for long periods of time, in contrast to moods, which may change
quickly and often.
The comparison described above is an obvious situation of attitude
affecting spoken language. Attitude also affects language in other
ways. Business people sometimes use violent terms (destroy the competition, hostile action against a company) to describe what they hope
to do. They dont realize that relying on such violent language sends a
message about the strength of their feelings and the stress theyre feeling.
Taking turns. Our attitude can also be expressed by how willing we
are to let others talk. Sometimes we interrupt people before theyve
finished speaking. When we do this, we send a subtle message that
what we have to say is more important than what they have to say. If
it happens often enough, the other person will simply stop speaking to
us. Knowing when to talk and when to listen is an important human
relations skill that many people neglect. How do you practice good
turn-taking? Just listen, wait, and watch to be sure the other person
has finished before you begin speaking.

18

Human Relations, Part 1

Expressing Attitudes Nonverbally

In addition to expressing our attitudes through our spoken language,
we may do so nonverbally as well. What we dont say may sometimes be as important as what we do say. Our grooming, dress, facial
expressions, postures, movements, and the distance we keep between
ourselves and others may all reveal things that our words dont
reveal.
People communicate through their body movements. This body
language carries a great deal of information. Most of its related to
attitudes and emotions.
The most obvious examples of body language are ones we all know:
smiling when were pleased, frowning when were displeased, or
making faces when we smell something awful. Other examples are
hugs to show affection, and nodding when we agree with someone.
Other forms of body language are less easily seen. Looking away
when someone is speaking to us sends a message that were not interested. Leaning forward in a chair when someone is speaking shows
were interested. And did you ever notice that when youre tense your
body just seems to wrap around itself? You cross your legs, cross your
arms on your chest, and maybe even turn sideways in your chair.
Attitude and emotion have affected your body language.
Another interesting aspect of body language is the distance you put
between yourself and other people. When you know someone well
and are comfortable with them, youll sit or stand near them. With
strangers, youll usually keep your distance.
Beware not to underestimate the role that body language plays in communication. You can learn more about body language by observing
other people. You can also pay attention to your own body language.
Once again, you should try to be sure that your body is communicating whats in your mind. This will keep your attitudes or emotions
from interfering with your message. You should also be aware of other
peoples body language so you can understand their hidden attitudes.

The Importance of Attitude

Think about some of the things in life that are truly important: family,
friends, health, job satisfaction, and personal goals. All of these things,
and many more, are affected by a positive attitude. The more positive
your attitude, the more youll enjoy life.

Human Relations, Part 1

19

When you have a positive attitude, your mental filter works in your
favor. You interpret situations hopefully and you act with confidence.
Your positive attitude sets a tone for your life. It tells others that
youre a winner.
Thats not to say that only good things happen when you have a
positive attitude. Life is never free of problems. Even if you have a positive attitude, youll experience ups and downs. Your positive attitude,
however, will help you enjoy the high points more and handle the low
points better.
Others will be affected by your positive attitude. Theyll become more
positive themselves. Also, theyll recognize that youve contributed to
their own feeling of well-being. Your winning attitude will rub off
on others. Their positive attitudes will then spread even further.
One of the most important benefits of a positive attitude is good
health. People who have a positive attitude enjoy better health than
those who are more negative. A positive attitude helps you overcome
illnesses and injuries when they do occur. Just think of how many sports
stars or celebrities have overcome health problems with a positive
attitude. Their victories make headlines, but for every one of them,
there are many other just plain folks who have done just as well in
their own lives.

A Positive Attitude and Your Career

A strong relationship exists between a positive attitude and career success. Not everyone with a good attitude becomes chairman of a major
corporation, but people who are cheerful and enthusiastic are happier
on the job. They usually go further in their career than coworkers who
are negative.
Here are just a few ways that a positive attitude can help you build a
successful career.
Youll get along better with your coworkers.
A positive attitude will help you build the good relationship
with your supervisor which is necessary for success.
If youre supervising others, youll find that you can motivate
them better and they accomplish more.
Youll accomplish more yourself.
Youll enjoy your work more.
When challenges occur, youll be more likely to meet them
successfully.
Work-related injuries will occur less frequently.

20

Human Relations, Part 1

Its important to note that a successful career isnt limited to being a

doctor, lawyer, or high-powered businessperson. It has been said that
all honest work is good work. Many jobs that are neither glamorous
nor high-paying are exceedingly important. Farming, collecting trash,
driving a truck, fixing automobiles, working in a bank, and countless
other jobs rarely make headlines. Yet these jobs are the heart of the
economy. The people who perform them make up the vast majority
of the population. When these jobs are done well by people with positive attitudes, everyone benefits and our quality of life improves.

Maintaining a Positive Attitude

A positive attitude doesnt happen by accident. First, you must look
on the bright side when things happen that cause others around you
to be negative. Then, you must keep a positive attitude when others
start the negative self-talk.
We mentioned before that good health is one of the benefits of a positive attitude. Good health and physical condition are also important
to keeping a positive attitude. Getting enough sleep, eating well, and
exercising regularly all contribute to a general sense of well-being. This
sense of well-being gives you the energy to maintain your positive attitude, especially when there are more downs than ups in your life.
Consider times youve argued with others or times youve felt
depressed about situations. Almost always, you were also tired, suffering
from stress, or were generally feeling poorly. When people become
tired or their physical health suffers because of overeating or lack of
exercise, they simply dont have the energy to maintain their positive
attitude.
One way to keep your positive attitude is to avoid abusing substances
such as alcohol, tobacco, and drugs. Its impossible to measure the
human misery thats tied to substance abuse. In every imaginable way,
from serious illnesses through the most horrible crimes, substance
abuse has hurt more people than all the wars that have ever been
waged. To maintain your positive attitude and experience success
in life, you should control your use of the substances that affect your
mind.
Volunteering for community or church-related activities also helps
you keep a positive attitude. Associating with others and feeling that
weve done the right thing seem to energize us. Joining in group
activities with family and friends also can have a healthy effect on
positive attitudes.

Human Relations, Part 1

21

Finally, we all need to relax in order to restore our spirits. Taking a

walk in the woods, sitting on a jetty and watching the sea, fishing,
playing with the dog, and sitting by the fire are just a few ways to
relax. Such activities just seem to build our spirits in a special way. In
order for you to keep your positive attitude, you must find the time to
do the personal things that build your inner strength.

Self-Check 2

Questions 15: Select the one best answer to the following questions.
1. The most important quality for building new relationships is
a. consideration for others.
b. self-confidence.

c. being a good listener.

d. avoiding embarrassment.

2. Which one of these is not part of spoken communication?

a. Volume
b. Body language

c. Word choice
d. Pace

3. An example of body language is

a.
b.
c.
d.

sweating after a work-out.

accidentally bumping into someone on a crowded street.
frowning when you disagree with someone.
indigestion after eating too much.

4. In spoken communication, taking turns means

a.
b.
c.
d.

knowing when to speak and when to listen.

speaking only when youre spoken to.
taking your turn to speak before the other person.
interrupting before the other person has finished speaking.

5. Which one of the following statements illustrates a characteristic of a persons attitudes?

a.
b.
c.
d.

Theyre unaffected by a persons beliefs.

Theyll be open and obvious, not hidden.
They act like a filter for information a person receives.
They rarely influence a persons understanding.
(Continued)

22

Human Relations, Part 1

Self-Check 2

Questions 611: Indicate whether the following statements are True or False.
_____ 6. When you have a positive attitude, your mental filter works in your favor.
_____ 7. Being involved in community activities doesnt help to build a positive attitude.
_____ 8. Keeping in shape and avoiding drugs can help to build a positive attitude.
_____ 9. Persons with positive attitudes are usually more successful than those with
negative attitudes in achieving their career goals.
_____10. Youre the only one who benefits when you do your job well.
_____11. Good health is one benefit of positive attitude.
Check your answers with those on page 33.

WHAT IS PRODUCTIVITY?
The term productivity means the ability to complete a job. The job may
be building cars, cleaning a house, or doing a home study assignment.
Productivity is a concern of individuals, businesses, and even entire
nations. Being productive is tied to success, satisfaction, and quality
of life.
To understand productivity, you need to consider two terms, effectiveness and efficiency. People often think they mean the same thing.
Actually, they have very different meanings.

Effectiveness and Efficiency

Effectiveness is the ability to reach a goal or complete a task. An effective farmer, for example, is successful at raising crops. At the end of the
growing season, theres a good harvest. In football, the most effective
play is one that results in a touchdown. Measuring effectiveness is
usually easyyoure effective if you reach your goal.
Efficiency has to do with completing a task or reaching a goal, with a
minimum expenditure of time and effort. Some measures of efficiency are
Time: (It takes three hours to mow the lawn.)
Cost: (It costs $25.00 to plow your driveway.)
Materials: (It takes one gallon of gas to drive fifteen miles.)

Human Relations, Part 1

23

True productivity is determined by both effectiveness and efficiency.

In other words, its not good enough to simply get the job done. You
must also evaluate the time, energy, and cost involved.
The following examples will help you understand the relationship
between effectiveness, efficiency, and productivity.
Imagine that youre assigned the job of copying a manual thats
50 pages long. You carry the pages to the copy machine, place
them in the automatic feed tray, and press the start button. In
about five minutes, the job is finished.
Now consider the same task if the copiers automatic feed is broken. You must copy the manual one page at a time. It takes you
almost 25 minutes to finish.
Suppose now that the copy machine breaks down. You must exit
the building and walk to the nearest copy center, which is about
20 minutes away. You must also pay 10 cents per page to have
the manual copied. The job takes almost an hour and costs $5.00.
In each situation, the effectiveness was the same: the manual got copied. The first situation was the most efficient and effective. Therefore,
it was the most productive. In the second situation, the pages were
copied manually, one at a time. Therefore, efficiency was lost and
productivity was lowered. In the final situation, many resources were
required to do the same job. Copying the manual required more time,
effort, and money. It was an example of low efficiency. The third
situation was the least productive.

Attitude and Productivity

People who have a positive attitude toward work are effective, efficient,
and productive. Whether theyre studying at home to better themselves, or working overtime on the job, they use their time well and
work at a good pace. Theyre careful to produce quality products and
make the best use of the equipment and resources that are available to
them. Moreover, because they have a positive attitude, they enjoy their
work and feel good about what they do. From flipping a burger to
managing a large corporation, productivity is improved by a positive
attitude.
A negative attitude toward life or work lessens productivity. Unhappy
people with attitude problems are neither efficient nor effective. They
often dont reach their goals. When they do get the job done, they take
longer, use more resources, and create goods or provide services that
are of low quality. For these people, work is a burden. Their negative
attitudes affect them and the others around them. The effects of negative attitudes can be seen in the following examples.

24

Human Relations, Part 1

Suppose your boss has asked you to perform some additional

tasks. A positive response to the situation is, This is a chance
for me to show I can handle greater responsibility. A negative
response to the situation is, This is just more work and Im too
busy already.
Now suppose that youre at work when a machine breaks down
and must be repaired. Youre asked to finish a job for a good
customer over the weekend.
A positive response is, This is an inconvenience, but so-and-so
is a good customer. Its important that we get this job done on
time. Ill do whatever it takes. A negative response to the same
situation is, No way. I was planning to go out with my friends
tonight and sleep late tomorrow. Let somebody else work this
weekend.
By examining the situations just mentioned, you can see how your
attitude does truly affect how well you work. Your attitude affects not
only your work, but your studies and your personal life as well. If
you maintain a positive attitude and work productively toward your
goals, youll develop a winning attitude. However, if you fill your
mind with negative self-talk, you reduce your productivity and hurt
your chances of success in all areas of your life.
Theres one other very important thought about productivity and attitudes. Dont confuse true productivity with false productivity, also
known as spinning your wheels. Some people have a hidden negative attitude that causes them to do things that seem productive but
arent. The following example shows this.
Peter gets all his study materials together on the desk in his
room and clears a place to work. He reads his assignment and is
ready to begin writing the required paper. He decides to go to
the library to write, so he packs everything and heads out.
At the library, Peter decides to take a quick look at his favorite
magazine. Half an hour later he decides that he should find
more books to use for the writing assignment. He looks them up
and checks them out. Now its ten oclock and the library is about to
close. Peter goes home, but now its too late to begin. Peter
decides to get up early the next day and do his assignment.
Peter is kidding himself if he thinks he is productive. He is simply
spinning his wheels by putting off the actual work of writing the paper.
Chances are, he wont finish the paper and will explain to his friends
and the teacher how hard he worked. He may even develop a negative
attitude toward studying and school in general. Of course, all of this
could have been avoided if he had simply begun writing his paper.

Human Relations, Part 1

25

Self-Check 3

Match Column A with the correct meaning in Column B.

Column A

Column B

_____ 1. Efficiency
_____ 2. False productivity
_____ 3. Time, cost, and materials
_____ 4. Negative attitudes

a. Depends on both efficiency and

effectiveness
b. Reaching a goal
c. Reaching a goal with a minimum
expenditure of time and effort
d. Things you should consider when
measuring efficiency

_____ 5. Productivity
_____ 6. Effectiveness

e. Performing many actions without

moving toward your goal
f.

Interfere with productivity in your

personal life and at work

Check your answers with those on page 33.

INDIVIDUAL PRODUCTIVITY IN THE WORKPLACE

Up to this point, weve stressed the importance of developing good
human relations skills. Weve shown how a positive attitude can help
you succeed in your personal life and in your studies. Also, weve
mentioned how a positive attitude can help you be more productive
at work. The next two sections focus on individual and team productivity in the workplace.
Being productive means that you meet or surpass productivity requirements at work. And no matter where you work, there are standards
of performance, or in positive self-talk, performance goals. One jobrelated performance goal might be producing a given number of tires
in a manufacturing plant. Another might be waiting on customers
promptly in a restaurant. Sometimes performance goals arent directly
stated. When they arent, you need to ask your boss what they are.
Your ability to meet performance goals will help determine your
success at work.

26

Human Relations, Part 1

But meeting a performance goal is only part of productivity. You

must meet your goals following efficiency guidelines. That is, you must
accomplish your goal within a specified period of time, at a given
cost, or by consuming a given amount of resources such as raw materials or energy. Using the job-related performance goals described
above, here are some productivity requirements.

Productivity Requirements
Performance Goal

Efficiency Guidelines

Making 20 tires

With less than 100 feet of

rubber

Waiting on customers

Within 2 minutes of their

being seated

Improving Your Productivity at Work

How can you become more productive at work? Find out whats expected of you. Ask your boss about productivity requirements. What are
your performance goals and efficiency guidelines? Once you find
these answers, youll become more productive.
Sometimes the productivity requirements that have been set for a job
are long-range goals. What should you do when the efficiency guidelines might not be clear enough to guide you during the workday?
Study them and figure out how to make them fit on a daily basis. For
example, if youre expected to make 100 tires in a five-day work
week, you should make 20 tires by the end of each day.
You could even break down the efficiency guideline even further. For
example, to make 20 tires in an eight-hour work day, you should
probably finish five tires every two hours. Setting short-term goals
will make it easier to achieve your overall goal. It also makes the
workday go faster. Plus you get a sense of satisfaction each time you
meet your short-term goal.
So, if you need to develop efficiency guidelines, ask the following
questions:
Is there a time deadline?
What kinds of materials are used?
What resources are available?
Is there a budget I must follow?

Human Relations, Part 1

27

Also, find out who is going to evaluate the performance of the individuals involved. Try to get answers to these important questions:
Who is going to evaluate my work?
When will the evaluation take place?
What measurements will be used to evaluate me?
Finally, being productive means making as little waste as possible. In
a manufacturing job, waste can be material thats damaged but not
used in finished products. Or, it can be finished products that arent
good enough to be sold. If you must cut an eight-foot piece out of a
10-foot board to make a shelf, the two feet you didnt use is waste. If
you make a tire and discover that it doesnt have enough tread, you
must throw it in the scrap pile. It has become waste.
Waste in a service job is an action that doesnt help you meet your
goal. In a shoe store, for example, if a customer asks for shoe A in size
10 and you get shoe B or size 9, youve wasted time. Your productivity will suffer because it will take you longer to accomplish your goal,
which is selling shoes.

The Right Start: Ten Suggestions for Being

Productive in a New Job
Following is a list of the top 10 suggestions for getting off to a productive start in a new job. Theyre simple, practical, and easy to follow. You
can apply them in your current job, too. And remember, theyll be
especially helpful if you decide to change careers.
Make a commitment to do the best job you can. This probably wont
be your last job, and it might not be the perfect job. But if you do the
best job you can, youll enjoy your work and learn from the experience. Perhaps it will help you move on to bigger and better things.
Be prompt. Starting on time, ending on time, and taking breaks at the
right time will help you make the most of your work day. Your
promptness will be noticed by your supervisor and will set a good
example for your coworkers.
Find out the jobs productivity requirements. Ask your coworkers
and supervisor questions, read any printed material thats available,
and keep your ears open. The only way that you can meet expectations
is to know what these expectations are.
Find out what efficiency guidelines you should be following. Remember,
meeting your goal is only half of productivity. You must also be aware
of time limitations, cost limitations, and so on. You may have to do a
little digging to uncover this information, but the effort will be worth it.

28

Human Relations, Part 1

Dress for success. Dont be a careless dresser, and dont dress like a
model. Dress in a manner that follows the written or unwritten rules
of the workplace. Being neat and clean and following the dress code
of your company creates a good impression on your coworkers and
supervisors.
Stay professional. Every business has a set of rules that you learn by
being with other people. This code varies from job to job, and sometimes from situation to situation in the same job. Learn whats acceptable and professional for your job and stay within bounds.
Respect others. The people you meet on the job might not be the
people you choose to associate with. Nonetheless, everyone deserves
to be treated fairly and youre all working toward the same goal.
Showing that you respect others will lead them to respect you.
Be a good listener. Use positive human relations skills to encourage
people to talk openly with you. Youll benefit in two ways. Theyll be
more willing to share their knowledge of the job, and theyll respond
more favorably to you as a person.
Be part of a team. Its rare that an individual works alone. Even in
jobs that seem to be loners, there are other people involved in the organization. Recognize that youre part of a team and that you depend
on others and they depend on you.
Find a good balance between work and the rest of your life. Work is
important, but its not your whole life. Try to find a comfortable place
in your life for work so that what you do for a living helps you to live
the way you want to. Work is a means to an end; it helps you live life
to the fullest.

Self-Check 4

Indicate whether the following statements are True or False.

_____ 1. Waste isnt a problem if you get the job done.
_____ 2. Efficiency is often measured by the time it takes to complete a job.
_____ 3. Long-range goals are good enough to guide your work each day.
_____ 4. A worker who meets or surpasses productivity requirements is a productive worker.
_____ 5. To succeed in your job, its important to know who will evaluate you and how
youll be evaluated.
_____ 6. There are specific questions you can ask to determine your efficiency guidelines.
Check your answers with those on page 33.

Human Relations, Part 1

29

TEAM PRODUCTIVITY
Practicing good human relations skills and having a positive attitude
increase your productivity. But what effect do they have on group
productivity and teamwork? It should come as no surprise that they
also improve group productivity. What might amaze you is that group
productivity is improved even more than individual productivity.

How Your Productivity Affects Others

Your productivity affects others, your teammates, in several ways. The
most obvious is that your productivity sets an example for others.
Modeling, behaving as you would like others to behave, is a powerful
force that improves productivity. The efforts of one good worker can
often motivate others to reach their potential. And when several
productive individuals work together in harmony, their positive attitudes
spread. Others catch on and a spirit develops.

Working toward Group Goals

Were all familiar with group goals. The goal of a college basketball
team is to win the championship. The goal of a political party is to
win an election. The goal of a construction crew is to build a house
that makes the customer happy. These goals, and all other group
goals, will be achieved only when the individual members of the
team pull together.
Working as a member of a team involves some sacrifice. Sacrifice might
involve working late to finish an assignment or to teach a fellow employee
how to operate a new machine. When someone sacrifices for the good of
the team, he or she earns respect. And individuals who respect one another develop a sense of togetherness. They work better as a team.

Working with a Variety of People

Tolerance is accepting people for what they are. Its important to
developing good human relations. Tolerance is also necessary for
the success of a work group because you cant always choose your
coworkers.

30

Human Relations, Part 1

When youre with others, treat them as individuals and not members
of a given race, nationality, religion, or other group. Keep in mind
that these people are members of your team and that you share common goals. Your job isnt to make a person your best friend, only to
get your job done. The way to do this is through a positive attitude,
good human relations skills, and teamwork (Figure 6).

FIGURE 6Meeting and

working with people from
different cultural backgrounds can be an interesting learning experience.

Treat other people with the same level of respect you expect from them.
Rich or poor, black or white, the list could go on and on. People are
still people and respond well when you show them respect. Youll
increase your group productivity by showing respect for your coworkers,
no matter what their background.
And dont block group success by expecting less of others because
theyre different. For a team to succeed, everyone must contribute.
If things are going well, share your good feelings with the other members of your team. If things arent going well, discuss the situation
honestly with your team and try to solve problems. Honest communication will prevent you from bottling up your feelings, blaming others for your problems, or taking all the credit for a successful project.

Human Relations, Part 1

31

One closing thought remains about negative attitudes toward people

who are different. Negative attitudes are caused by misinformation
or a lack of knowledge about a group of people. If you keep an open
mind and practice good human relations skills, youll learn more
about people who are different from you. Youll find that in many
ways theyre much like you.

Self-Check 5

1. Practicing good human relations skills and having a positive attitude will
a.
b.
c.
d.

increase individual productivity more than group productivity.

increase group productivity more than individual productivity.
increase neither individual productivity nor group productivity.
lower group productivity more than individual productivity.

2. One productive person in a workplace can

a.
b.
c.
d.

do little to influence productivity.

usually influence only one other worker.
influence a number of other workers to work harder.
discourage poorer workers from doing their jobs.

3. Modeling is
a.
b.
c.
d.

acting like a show-off.

behaving as you would like others to behave.
something your coworkers wont like.
a form of negative self-talk.

4. Part of being a good team worker is

a.
b.
c.
d.

being best friends with your fellow workers.

expecting less of your fellow workers.
keeping your feelings to yourself.
overlooking differences to achieve group goals.

5. Achievement of group goals

a.
b.
c.
d.

requires that workers be able to pick their coworkers.

is unaffected by a team members willingness to make sacrifices.
can be affected by a workers tolerance of her or his coworkers.
wont be influenced by a single workers attitudes.

Check your answers with those on page 33.

32

Human Relations, Part 1

NOTES

33

Self-Check Answers

1. b

1. c

2. d

2. e

3. a

3. d

4. c

4. f

5. d

5. a
6. b

2
4

1. b
2. b

1. False

3. c

2. True

4. a

3. False

5. c

4. True

6. True

5. True

7. False

6. True

8. True
9. True
10. False
11. True

5
1. b
2. c
3. b
4. d
5. c